My BT Not Showing Products

[nicknic]

BT upgraded my landline to Digital Voice earlier this month. Since then I have been unable to access My Products, Call Protect, Profile, or Account, in fact anything other than Billing and Usage, either via a laptop or a mobile. What's going on???

[nicknic]

Signed in to MyBT again this morning in order check whether there's been any change with access to services stated previously. Alas not! However I noticed that next to my account number in the top right corner status is shown as (Inactive). Perhaps this erroneous status is preventing access to the required features? Are any of the Forum experts able to shed some light?

[nicknic]

*Update. Just ended a long and fruitless chat session with a BT advisor who recommended that I install the MyBT app on my mobile phone, assuring me that I will have full access to these elusive functions. Wrong! Under Home Phone the app states that "No active Home Phone package found" although I am able to make and receive calls. My latest bill indicates that I am enrolled on the BT Basic package. Come on, BT, this situation is unacceptable!

[adam101]

@nicknic Are you sure you've been moved to Digital Voice? It sounds like you've been moved to the alternative one, which caused these problems for me.

[nicknic]

adam101,

thanks for responding. Kindly clarify what you mean by the "other" Digital Voice. In all of my previous communications with BT, they have failed to mention an alternative. How were your issues resolved?

[adam101]

@nicknic Do you have the internet on your line? If not, as part of the switch, have they given you a router to plug your phone line into? If you haven't got a router, rather than being on Digital Voice, it may have been moved to a pre-digital phone line, which would explain why all your services are missing from My BT.

[nicknic]

adam101,

thanks for the update. I only have a landline with BT, not broadband and no router has been supplied.

I spent a frustrating hour on the phone yesterday with BT in order to find a solution to the missing MyBT functionality. The call handler, Richard, confirmed that my account was active and that my landline had been upgraded to digital on 5 May. However he informed that it was "not possible" to access the required MYBT functions due to a change of "service". I asked whether this referred to my calling plan to which the reply was it was not. When I requested further clarification on this matter, I received an unsatisfactory response. When I asked why I had received no notification of this change to my "service", no answer was forthcoming. I asked which "service" is required to obtain the necessary functionality to which Richard replied I would need to take broadband as part of my package. As this seemed to be a blatant ploy by BT to generate revenue, I declined and requested to register a complaint . I discovered today that this complaint was  closed almost immediately. Consequently I intend to refer the matter to Ofcom.

[licquorice]

Do you have broadband with another supplier? Going forward, it is not possible to have broadband and telephony from different suppliers. You will have to choose which supplier you want to provide both services.

[imjolly]

@nicknic 

if you do not have BT broadband but have been moved to digital voice whilst retaining your existing landline phone (a recent alternative by openreach) then as per post by @adam101  you now only get access to billing

[iniltous]

I recon @adam101 nailed it , you are not on Digital Voice , you can’t be because you don’t have BT broadband, you also can’t remain on PSTN because it’s being retired, so what you have been provided with is  a ‘half way house’ solution called PDPL (pre digital phone line ) , a drawback to this is the online management of the account is much reduced , but as this is primarily aimed at the ‘I don’t have broadband and don’t want it ‘ not having online access is moot , clearly you do have a need to get online ( in part to check your BT account) , you obviously could join BT for broadband and get DV and full online account management …out of curiosity do you get a discount for ‘no broadband’ from BT , if so presumably you use your mobile for checking online accounts such as BT , if you do have a landline broadband from another provider then the discount (that admittedly you may not get ) shouldn’t be taken .